About the Team
The Customer Insights Platform Experience (CIP-X) team provides data and analytics products that enable HMRC colleagues to analyse customer interactions, understand user behaviour, and make data-driven decisions to improve services and outcomes.
Responsibilities
•Resolve user issues and support requests across CIP's portfolio of data products
•Set up and administer user accounts, permissions, and access controls
•Coach users in creating and refining searches and queries across CIP analytical tools
•Act as the first point of contact for support requests relating to CIP products and services
•Support the CIP Experience Product Owner in delivering the product roadmap by sharing user insights, identifying recurring support themes, and helping shape improvements
•Manage and prioritise support tickets, email enquiries, and team backlogs
•Troubleshoot technical issues, investigate reported errors, and identify solutions or escalation routes
•Support onboarding for new users, including access, guidance, and understanding of CIP-X services
•Produce and maintain user guidance, knowledge articles, FAQs, and support documentation
•Communicate service updates, planned maintenance, known issues, and key messages to user communities
•Coordinate support activities across teams and monitor recurring issues and trends
•Contribute to service improvement initiatives and work within Agile delivery teams
•Build and maintain working relationships with stakeholders and users across HMRC
•Maintain accurate records and communications, and develop knowledge of CIP-X products and services
Requirements
•Experience providing customer support, service desk, technical support, or user administration in a digital, data, technical, or analytical environment
•Experience managing competing workloads, support requests, incidents, or service tickets to agreed deadlines
•Experience troubleshooting issues and identifying solutions or escalation routes
•Experience communicating technical or complex information clearly to a range of stakeholders
•Experience collaborating with multidisciplinary teams
•Experience administering user accounts, permissions, or access controls in line with security, governance, or compliance requirements
•Experience producing and maintaining accurate documentation, user guidance, or operational records
•Experience using data, analytics, search technologies, or digital tools to support users, investigate issues, or improve services
•Experience using, or a basic understanding of, SQL, search query development, or other data querying techniques
•Strong organisational skills and attention to detail
Nice to Have
•Experience with Splunk, Superset, Google Analytics, Digital Persona, or similar analytical and data platforms
•Experience in Agile delivery environments
Conditions
•Contract employment
•Moves Adjustment Payment available for eligible current HMRC colleagues in Bradford
•Salary of £37,682; HMRC contributes £10,916 towards the Civil Service Defined Benefit Pension scheme
•Pension contributions equal to at least 28.97% of salary
•Leave allowance starts at 25 days and increases by one day per year of qualifying service, up to 30 days
•Family-friendly policies, personal support, coaching, and development
•Flexible and hybrid working policies; flexible arrangements may be agreed where possible, subject to operational and customer service needs
•Some Telford sites are not long-term locations and may require a future move to another building
